Patient
I'm an MRI technologist and pre-med student, so I understand medical processes and the importance of communication in patient care. I called to schedule an appointment for my 90-year-old grandmother to have her fistula procedure done, and although the representative, Noelle, provided correct information about HMO referral requirements, her delivery was unnecessarily rude and dismissive. We were simply following instructions from my grandmother's kidney doctor, who told us to call after sending the referral. Instead of taking a moment to kindly explain that the referral must come from the primary care physician, she spoke in a condescending and impatient tone. This experience was disappointing and unprofessional -- especially considering my grandmother's age and the sensitivity of her medical situation. I hope the facility reinforces the importance of empathy and respect when dealing with patients and their families. It's disappointing because this facility has great reviews, but our first interaction left a very negative impression.